18. I explore broader relationships with people (beyond the task at hand)

This page is to give some further insight into our view of SERVICEBRANDs and how the three areas of customer experience, employee engagement and brand DNA relate to each other. In addition, there are some photographs I have taken to offer a distraction (if needed!) and my own personal 31Practices on a daily basis. It would be great to receive any thoughts and comments.

Enter to Win The 31 Practices book!

In October, to celebrate the two year anniversary since the publication of ‘THE 31 PRACTICES – release the power of your organization’s VALUES every day’, there is a competition to win a copy of the book.


All you have to do is to consider this: If your organization was a musical artist or group of musicians, what group would it currently be? What would your music and your lyrics be like? How would the members look and behave? How would they interact with each other and the fans? And, perhaps more importantly, what group would you like to be in future? And why?

Time after time, this simple use of metaphor helps people think about the topic of values more creatively, feel less like they are being critical, and to identify issues and areas for improvement more easily.

The competition runs from 1-31 October and the three most interesting, creative responses will receive a copy of the book. Winners will be announced in early November. Responses (in English) to alan@servicebrandglobal.com


The 31 Practices on Amazon

In our super-connected world, organizations’ brands and reputations are shaped to a far greater extent by the personal experience of their employees and customers. We already know that 70% of customers’ brand perception is determined by their experience with the organization’s employees and 41% of customers are loyal due to employee attitude. Authenticity from the tip to the root is the new holy grail for organizations. This book shows how an organization s values and brand can be translated into the daily practices and behaviour of their employees, drawing a golden thread from the boardroom to the front line customer experience. The 31Practices method weaves together principles and practices from psychology, sociology, philosophy, neuroscience, leadership and business to significantly enhance customer and employee satisfaction and loyalty. It has been successfully adopted by large and small companies, across sectors from around the world.”

The 31 Practices on Amazon http://www.amazon.com/The-31-Practices-Release-Organizations/dp/1907794352

Alan Williams is a published author and speaker on a range of topics, including values, culture, customer experience, change management, leadership, employee engagement and the SERVICEBRAND approach. His co-authored book, THE 31 PRACTICES, is about how organizations can release the power of their values every day, and it features the beautiful photography of Matthieu Ricard. The book was published to critical acclaim and was launched in the US in 2014. In parallel with The 31 Practices book, my31Practices is an online tool for individuals to incorporate the power of their personal VALUES into their everyday lives. You can visit the 31Practices section of our site to find out more about the book.

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